Job DescriptionROLE POSITIONING AND OBJECTIVESTo possess strong knowledge of the process and has the ability to influence the riders perception of our brand.
Someone who has good communication and analytical thinking skills to establish a positive image of our business to the riders, customers and the vendors.
You should not just be able to assist our riders on a daily basis but also should be able to grasp the insights from your day to day work to provide insights on how we can make the riders experience seamless with foodpanda.
You will function as the first point of contact or frontliner who assists our riders with their concerns for both delivery and non-delivery related enquiries.The objective is for us to be a one stop contact centre for the riders to raise and have their concerns addressed accordinglyWHAT YOU WILL OWN:Handle inquiries from Riders and Order related issues via live chats/calls/email to ensure seamless customer and rider experienceDevelop excellent product knowledge to enhance riders' experience and supportProvide riders guidance in order to address the concerns raised, both on the deliveries and other issuesAble to function as a one stop assistance centre by providing first contact resolution to our riders/stakeholdersAble to multitask working on various channelsHandle complaints, provide appropriate solutions and alternatives within the allocated timeAdhere to the quality process set to ensure that we are providing accurate and timely service to the ridersGrow as part of Live Operations in line with our foodpanda values and COE principlesAbility to work on personal and team goals as part of a dynamic team in a fast paced environmentESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE Candidates must have at least a Diploma CertificatePreferably with at least 1 - 2 years of working experience in customer service fieldFresh graduates are welcome to applyWell versed in both Mandarin & English.Typing speed of at least 45 wpm with 95% accuracyAbility to maintain composure in a multitasking, high energy environmentMust be able to work on rotational shifts including night shift (Public Holidays & Weekends)Preferably with strong computer navigation skillsFamiliarity with Google Suite